Customer Support Engineer

Summary

AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment and provides complete automated bakery solutions to food manufacturers worldwide. The Customer Support Engineer serves as the first line of technical support for customers experiencing equipment breakdowns or technical issues, providing remote troubleshooting, case management, customer follow-up, and service coordination. The role also supports training and knowledge-base development, aftermarket parts and service growth, and occasional customer-site training.

Responsibilities

• Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests
• Act as the first line to answer all technical support calls within and outside of working hours. Provide end-user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals
• Consistent and timely follow up with customers and internal teammates
• Utilize case management to update, reassign, and keep cases up to date
• Utilize online tools, reports, manuals, etc. to problem solve in order to respond to customer support questions and customer care rep questions in a timely manner
• Support Preventative Maintenance Service packages by providing agreed online or phone support
• Analyze service visit reports to ensure recommendations have been executed (including parts sales)
• Support the Service Manager as a backup for daily administrative duties, including but not limited to, scheduling and dispatching field technicians, quoting service visits and inspections, organizing tools and parts for onsite jobs
• Update and process 1st line tickets for team KPI
• Support training program development and implementation; Produce documentation and develop a new knowledge base through the development of articles
• Work with Tech Doc teammates to develop training packages to sell to customers
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers
• Travel to customer sites (on rare occasions) for training purposes

Skills

• Electrotechnical technical expertise and troubleshooting skills
• PLC ladder logic and structured text; PLC and Hardware troubleshooting
• 3 year of minimum experience in Customer technical support solving mechanical, electrical and programming troubleshooting
• Displays exceptional customer service, problem solving, attention to details and workload prioritization
• Ability to pivot quickly and work well under pressure
• Experience in CRM systems; MS Dynamics
• Strong verbal and written communication skills
• Basic compute operations such as internet and email protocols, connectivity, and internet networking
• 20% Travel Requirement
• Mechanical Engineering or Electrical Engineering degree considered a plus
• Bakery maintenance experience considered a plus

Qualifications

Must Haves

• Electrotechnical technical expertise and troubleshooting skills
• PLC ladder logic and structured text; PLC and Hardware troubleshooting
• 3 year of minimum experience in Customer technical support solving mechanical, electrical and programming troubleshooting
• Displays exceptional customer service, problem solving, attention to details and workload prioritization
• Ability to pivot quickly and work well under pressure
• Experience in CRM systems; MS Dynamics
• Strong verbal and written communication skills
• Basic compute operations such as internet and email protocols, connectivity, and internet networking
• 20% Travel Requirement

Nice to Haves

• Mechanical Engineering or Electrical Engineering degree considered a plus
• Bakery maintenance experience considered a plus

Benefits

• Excellent opportunities for growth throughout our organization globally and within the Markel Food Group
• Ability to work independently in a remote environment